Vodacom very poor customer service especially to their old customers

Vodacom upgrades department contacted me about 3 weeks ago offered me an upgrade because my contract is ending soon. I accepted the upgrade and then the device was not delivered. I have been calling vodacom business for the past 2 weeks no help whatsoever am being told some will call me to assist but nothing. I called asking them to cancel the upgrade i was told it will be canceled however it hasn't been canceled as yet and the customer service department doesn't want issue me with any reference number for the calls that i have been logging. Vodacom is really treating me like garbage after being with the company for over 10 years their customers service is not improving at all its getting worse every year.